Complaint Letter
John Black, CEO of High Nile Hotels,
11/1/2013
Dear Sir,
Mice in the Hotel
I would appreciate it if you would help me with this situation.
Your waiter Helen Harris served us at your restaurant on 5 January 11, 2013, and we did not have a very pleasant experience. A mouse appeared just close to our table and we raised the concern to her attention, a thing she took lightly. She claimed that mice are an ordinary thing in all hotels whether they are seen or not and that should not be a reason for worry. Being concerned about health implications rats can cause, that was a very impolite response from your employee. I cannot attach copies of the receipts for that particular day because she offered to take care of the day’s bills but nothing about the mice. I attach copies of my previous visits to your restaurant.
There has always been an excellent service from your waiters and the overall service provision at your hotel. The food is great, but without consideration of the mice issue, the health of your customers is at risk. I request that you make consideration of the issue so we can continue enjoying your services convinced about the protection of our health.
It would be my pleasure if you could telephone me and let me know of your way forward because as it stands, I have nowhere else with food as great as what you serve.
I appreciate your help greatly.
Yours sincerely
(signature)
S Judy (Miss)
Customer
Enc.
Response Letter
S Judy 5th Street Ca.
1/11/2013.
Ref: Mice in the Hotel.
Dear Judy,
This letter is about your today’s’ complaint about mice in our hotel.
I do apologize for the disgust of having to encounter mice during your meals in the hotel of our negligence. Secondly, I apologize on behalf of our waiter, Helen Harris for not taking your concern about mice in the hotel seriously and only seeing it as a normal occurrence in hotels.
We are keen on proper management of matters such as this although because of slight failures and the nature of our industry, complete eradication of mice is hectic and they reproduce very fast. For that matter, an acceptable hygiene standard fails on our part and that succeeds in not meeting your expectations.
For this reason, we have decided to conduct biweekly fumigation of the Hotel premises to eradicate the mice. It is with the hope that this will be acceptable to you. I hope that this gives you a basis for maintaining your relationship with us.
I will call you this evening to check if this meets your approval. You are free to contact me with any further concerns that you may have.
Yours, John Black.
Politeness Strategy
The politeness strategy in the complaint letter is the effort taken by the customer to raise her concern regarding the health risk posed by mice in the hotel. She clearly states her reason for concern but maintains that she is willing to remain the hotels’ customer if the management promises to do something about the mice other than what the waiter offered. On the part of the response letter, the CEO is prompt in his response acknowledging the agency of the issue raised by the customer.
He apologizes for a degree of slackness on the part of the hotel in maintaining the right standards of hygiene and promises to have something done about the issue urgently and consistently. Further, he politely promises to call the customer to reinforce their keenness on having the mice issue resolved.
He wants to reassure the customer that the hotel is willing to take every possible precaution for resolving the sanitary issue so she can maintain a trustworthy relationship with the hotel. By apologizing on behalf of the waiter, he reconciles the attitude created by her claim that mice are an ordinary sight in hotels. This counters any opinion the customer could have had regarding Hotel’s commitment in the provision of quality services within a hygienically clean environment highly demanded in the hotel industry.
His acceptance of the situation provides room for not making any excuses regarding the situation and tackling the root cause of the problem and taking responsibility for the cost of fixing the problem as an effort of maintaining customer satisfaction.